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Documentation Index

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WhatsApp message templates are pre-approved messages required by Meta to contact customers outside the 24-hour conversation window. When a customer hasn’t messaged you in the last 24 hours, you must use an approved template to re-initiate the conversation. Chatbase supports Utility and Authentication templates only. Marketing templates are not supported.
Before you begin, make sure you have already connected your WhatsApp integration. If you haven’t, follow the WhatsApp integration setup guide first.

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Prerequisites

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Part 1: Creating a Template in WhatsApp Manager

1. Navigate to WhatsApp Manager and open Message Templates.
WhatsApp Manager Message Templates page
2. Click Create Template.
Click Create Template
3. Choose a template category:
  • Utility — for order updates, account notifications, and transaction confirmations
  • Authentication — for verification codes and login confirmations
Choose template category
Marketing templates are not supported in Chatbase. Only create Utility or Authentication templates.
4. Enter a name for your template and select the language.
Enter template name and select language
5. Write your template body text. Keep it plain text — variables are not supported.
Write template body text
6. Click Submit for Review.
Submit template for review
Meta reviews templates before they can be used. The review usually takes a few minutes, but can take longer. Your template must be approved before it appears in Chatbase.
Submit template for review
To improve your chances of approval, keep your message clear and concise, avoid promotional language, and clearly specify the transactional or authentication purpose of the template.
Meta charges fees for each template message sent. Fees vary by country and template category. See Meta’s WhatsApp pricing for current rates.

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Part 2: Sending a Template from Helpdesk

Once your template is approved in Meta, you can use it to message customers from the Chatbase Helpdesk. 1. Open the Helpdesk inbox.
Helpdesk inbox
2. Navigate to or open a conversation with the contact you want to message.
Open a conversation with a contact
3. When the 24-hour reply window has closed, you’ll see a notice that sending messages is no longer allowed. Click Choose template to send a pre-approved message template.
Select option to send a WhatsApp template
4. Browse and select from your list of approved templates.
Browse and select an approved template
5. Preview the template content.
Preview the template content
6. Click Send.
Send the template message
Understanding the 24-hour window: WhatsApp allows free-form messaging only within 24 hours of the customer’s last message. After that window expires, you must use an approved template to re-initiate the conversation. Once the customer replies, the 24-hour window resets and you can send free-form messages again.
Make sure you have added a payment method in your Meta billing settings. Without a payment method, template messages may fail to send.

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Troubleshooting

  • Template not appearing in Chatbase? Check that the template has been fully approved in Meta and is a Utility or Authentication category. Marketing templates will not appear.
  • Message failed to send? Ensure the contact has a valid WhatsApp phone number and that you have a payment method configured in your Meta billing settings.